Manager Contact Center

Current Employees:

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• The University of Miami/UHealth Department of UHealth Connect has an exciting opportunity for a full time Manager, Contact Center to work remotely.  The individual in this position is part of the UHealthConnect Contact center and as a key member of our Contact Center Operations team, the Manager will support optimal functioning of systems and processes as we work to enhance patient satisfaction, improve patient clinical outcomes through timely appointments and maximize contact center operations for their respective specialty areas. The Contact Center Manager will manage, lead, and inspire contact center staff, and will support their team supervisors through mentorship, coaching and benchmarking. This role is responsible for process improvement and productivity enhancements by using data and feedback from leadership, clinical contacts, and intra-departmental support teams: Physician Logistics, Workforce Management & Quality Management and Training.  The individual in this position is responsible for overseeing a team of contact center supervisors and their direct report agents. Teams typically include up to 50 agents per supervisor ratios and the main function of contact center teams is to provide timely access to healthcare services and patient registration for the University of Miami Health System.  Success in this position requires the ability to manage, motivate and encourage team members through positive communication and feedback. It also requires strong critical thinking, effective communications, and problem-solving skills to navigate a complex medical institution and drive patient centric service.

Bachelor’s degree or equivalent work experience. 

Minimum 4 years of relevant experience required

• Experience as change agent, motivator, and influencer.

• Experienced critical thinker and problem solver.

• Ability to manage people and provide vision and direction as needed.

• Ability to communicate effectively with staff, leaders, and stakeholders internally and enterprise-wide is critical.

• Ability to manage and coordinate the activities of other employees and ensure a high level of performance.

• Excellent customer service skills a must.

• Ability to maintain effective interpersonal relationships.

• Commitment to the University’s core values.

• Ability to direct, manage, implement, and evaluate department operations.

• Ability to establish department goals and objectives that support the strategic plan.

• Ability to effectively plan, delegate and/or supervise the work of others.

• Ability to lead, motivate, coach, develop and train others.

• Proficient in standard computer software (i.e., Microsoft Office) and ability to adopt new systems (Epic EMR, Kyruus, Nice InContact, CRMs, etc).

Any relevant education, certifications and/or work experience may be considered